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Application Support Analyst Lead

4 months ago

Oxford, Oxfordshire, United Kingdom Oxford Instruments Plc Full time

At Oxford Instruments, we enable the world's leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With a sixty-year history, and fourteen Queen's Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.

We are seeking an experienced Application Support Analyst Lead to join our Group IT team in Oxford, UK. This role will primarily focus on providing first-class support for our Manufacturing applications, ensuring smooth operations and delivering value to the business.

As the Application Support Analyst Lead, you will be responsible for resolving Manufacturing-based issues and queries, proactively managing incidents, and providing technical knowledge and support for business-as-usual service delivery tasks. You will collaborate with internal teams, clients, and vendors to ensure timely resolutions, while promoting best practices and driving process improvements.

Responsibilities:

  • Provide 2nd line resolution of Manufacturing-based issues and queries
  • Proactively manage and prioritize incidents, ensuring timely resolution and effective communication
  • Deliver technical knowledge and support for business-as-usual service delivery tasks, with a focus on automation
  • Respond to user queries and provide accurate and professional communications regarding issue progress and resolutions
  • Assist in the deployment of core products, taking ownership of assigned work packages
  • Create and maintain content for a support knowledge wiki to facilitate knowledge sharing
  • Drive standardization, simplification, and efficiencies in processes
  • Provide ad-hoc training to the business as required
  • Collaborate with the IT Trainer to streamline and enhance IT training across the organization
  • Conduct system testing for upgrades and changes, ensuring adherence to specifications and customer outcomes
  • Actively support problem management and eliminate root causes where possible

Indicative Performance Measures:

  • Data quality and accuracy
  • Incident resolution rates
  • Documentation review and creation
  • Improved customer satisfaction ratings
  • Reduction in repeat help desk tickets

Requirements:

Education/Qualifications:

  • Manufacturing qualification or equivalent experience
  • ITIL training or equivalent experience
  • Prince2 & Agile training would be beneficial

Professional Skills/Abilities:

  • Strong background in complex discrete Manufacturing processes, including BOM & Planning functionality
  • Understanding of ERP systems
  • Knowledge and experience in business and systems processes
  • Familiarity with Business Intelligence tools
  • Advanced Excel skills
  • Experience in recording and solving application support issues
  • Strong knowledge of software practices and methodologies
  • Proficiency in data management
  • Ability to grasp technical concepts and new product functionality quickly

Personal Qualities:

  • Technically minded with excellent problem-solving skills
  • Enthusiastic about learning new technology and processes
  • Customer service oriented
  • Excellent written and oral communication skills
  • Strong listening and interpersonal skills
  • Ability to communicate ideas in technical and user-friendly language
  • Highly self-motivated with keen attention to detail
  • Able to prioritize, make decisions, and execute tasks
  • Experience working in a team-oriented, collaborative environment
  • Demonstrates care and conscientiousness in work and duties

At Oxford Instruments, we offer a dynamic and inclusive work environment, with opportunities for personal and professional growth. Join our team and contribute to the success of our Manufacturing applications.

To apply, please submit your CV and a cover letter highlighting your relevant experience and qualifications to [email protected] with the subject line "Application Support Analyst Lead (Manufacturing) - Application".

Note: Only shortlisted candidates will be contacted for further evaluation. Applications will be treated with strict confidentiality.

Oxford Instruments is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

If you're ready to leverage your technical expertise and engineering background to provide outstanding support for our Group IT applications, we encourage you to apply. Join us in our dynamic work environment where your skills will make a significant impact.

At Oxford Instruments we are proud of the environment that we have created. We hope that in joining us you will find out why people stay so long with our business and have such a large part in our globally growing success story.

This role is a hybrid role with the main location being Tubney Woods. We work 8.00 until 4.30 Monday to Thursday and finish at 1.00 on a Friday so you can start your weekend early.

Other Benefits:

  • 25 days holiday + bank holidays
  • Private health care
  • Generous pension
  • Car allowance
  • Cycle to work

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All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.

Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.